Very fed up with Verizon Wireless customer service, wanting to cancel?

Let me start by saying I've had Verizon since it was Bell Atlantic Mobile.  As a current customer I have 7 phones and a hotspot, my monthly billing is somewhere in the neighborhood of $600 a month, my service has never been turned off for non payment.  I know in today's wireless this doesn't make me a special customer, if anything just a good customer to have if you are lucky enough to have me.
I only call into Verizon customer service when I need something.  Not want, not to complain, only need something.  Lets give some examples.  I received a $3,000 bill in the mail that had a ton of international LD charges on it.  So I call into Verizon because me nor my wife knows anyone in the Caribbean.  Not one to jump to judgement I politely called my wife first and asked if maybe she had a pool boy that went home to S. America that she was keeping in touch with, she assured me that she did not so then I called VZW.  It ended up being fraudulent activity that I spent a good deal of a day or so ensuring they were going to credit it off, and to VZ credit they did.  As annoying as that it, I understand that it happens.  Lets rewind to my previous phone call a month before this happen.
I added my wife to my plan, and my rate actually remained the same with the new plan (we won't complained that obviously that means I was over-billed for maybe two to three years if I can add a line and the rate is the same) so I was happy.  What I wasn't happy about was when I added her onto my plan I saw my upgrade date had been moved from 22 mo (which is what I agreed too, signed for, and used too) to the full 24 mo.  Calling into VZ customer service I just wanted what was fair, the ability to upgrade at 22 mo.  After being told no, hung up on by a supervisor (accidentally I'm sure) while they "researched" my current, 7 line $500 a mo account, and then calling in a finally getting someone who gave a rip, they told me I would manually be allowed to upgrade but I would just have to call into customer service and not go into a store.  To me this was fair, but again a good hour wasted trying to receive what I deemed fair to myself.
So, ff to after the $3k bill, which occurred after seeing my upgrade date changed, while my pregnant wife is out, and I'm at work I attempt to call her and I receive a fast busy on my cell.  I message her, same thing.  I log into my online account to see if I have forgotten to pay the bill and its paid, however I see my two devices has been changed from my i phones to some old Samsung phones.  Unfrigginbelievable.  Some one, some how, has swapped my phones with someone else phones.  Once again I check with my other lines to see if something happened accidentally, I was almost sure one of my sisters (one of the 7 lines) had went into a store and screwed up the account.  I called both (I own an ATT iphone as well) and neither has changed anything.  I then called VZ from my ATT phone and ask them WTH happened?  Being a former telecommunications rep I ask all the relevant questions (can you give me a location id where the change was made?  Was it online or a store? etc), after being blamed of changing it myself, I finally got my original phones turned back on for my wife and I.  However I then address the obvious with the representative, "honey your customer accounts are being hacked, and it's serious, I've been hit twice in three months."  Knowing this rep is on the bottom rung, will probably mention it to her supervisor who won't do anything about it, I also forward a suspicious text to VZ fraud dept as well.  While on the phone Im assure this won't happen again and for "safety and security" we changed my verification password.
So lets count, we have my account hacked once and my phones swapped, we have my numbers hacked and used for LD calls to the tune of $3k, and we have me adding a line and seeing my upgrade date has changed.  This is from July to DEC 2013
FF to 2014 Jan, my father is concern about his hotspot usage and would like to know why he keeps coming close to usage.  After explaining to my dad he shouldn't be using his ipad to view anything on NFLX he assures me he is not.  So I call in to verify what line is using up all the data usage on the account, when asked to verify my code, you know that code we assuredly had changed a few months earlier, Im told I need to go into a store and show ID.  Not sure about everyone else but I don't really like near a corporate VZ store, and secondly I can verify my SS, address on both accounts, all MTN's, when the phones were activated etc.  Yeah I just don't have the verification code that you guys supposedly changed after I requested a specific code since my account has been HACKED 2x in 6 mo.  Oh yeah, ALL I WANT IS USAGE ON MY ACCOUNT to see who's hogging the data.  Sigh.  After reasoning with the representative (and threatening to take the day off to escalate this up to the call center director if I need to so I can find out who is using up the most data) he gives me this information, and finally corrects my pass code.  I apologized to the rep because I know he's just doing his job, but at this point every time I need something simple from VZ it's an act of congress.
So lets go to what is the final straw for me, my wife and I welcomed our first child into the world on Feb 7th.  On the day we took him home it was raining pretty bad and her phone dropped and basically became water damage, once I had time to call in I was simply going to upgrade my line (remember that promise to upgrade manually if I call customer service) and switch my phone to hers.  Well I call in an after not finding the note (on hold 15 mins, then once the nice young lady came on line she had me on hold for maybe another 5, and her advising me of all she couldn't do), they finally locate the note that I am allowed to upgrade and bill my phone to my account EXCEPT an iphone.  Not to sound like a pretentious apple whore but everything I use is aapl.  Two laptops, one desktop, 3 iphones, 2 ipads, 2 ipods and a partridge in a iphone tree.  Yeah Im that guy.  At this point I tell her (VZ customer service rep) of my last 6 mo. with VZ and at this point, Im beyond frustrated.  My wife needs a phone and Im supposedly allowed to upgrade yet again VZ is telling me what they can't do.  Im not asking for a free phone, I just wanted to pay for a 64gb, iphone 5s, and switch my existing phone over to my wife number.
I ask the representative to just take ownership of this, I cannot spend hours on the phone with VZ every time I call in.  At this point I wanted one of two things, either allow me to upgrade my phone line or just zero out the contracts on these two lines and allow me to leave.  I have been more than patient and understanding with VZ.  At this point I believe any rational objective person can agree,  VZ and I need to break up at this point. Even the representative is in a bit of disbelief, she assures me she or someone will call me last night. 
Well now it's today.  Ball is in your court VZ.  Im a good day away from buying the domain, www.VerizonETFclassaction.com, tweeting it at you, making it a comment page until some ambulance chasing attorney decides to make it a class action case.  I couldn't care less about the money as much as Im demanding FAIR customer service to customers like myself that dealing with your nonchalant bullying.  So I ask you, what do you think is fair at this point?  Contact me directly.  Thanks.

Well that's several minutes of my life reading this long post that I'll never get back....
I'll explain somethings to you. 1...This is not a direct message board to a vzw rep or higher who will read your post. 2. Yes, although things that happened to you are unfortunate, YOU have to take ownership of your account. Verizon does not babysit accounts. 3. Also due to high cases of fraud vzw does not allow I phones to billed to consumer (and possibly business) accounts. I never understood why cell phone carriers allowed phones to be billed to the account anyway. If you want or need the phone that bad pay for it like any other customer. If you can't do that and want to "break up" over it, be my guest. However any lines still under contract will be subject to a valid etf owed by yourself. 4. It was well publicized that upgrade dates would be changed going forward from date of said announcement. This was in bill notifications and print media. It's not Verizon fault that you may not receive a paper bill however if you log in your account you can regular see notifications.
congrats on the baby, sorry for the wet phone (again not a vzw issue)
See a pattern here?

Similar Messages

  • How can I get some help with Verizon's customer service?

    I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction.  My issue started with a Verizon Wireless Stores in Bethlehem, PA.  I asked one of the sales clerks for some assistance (which I now regret).  My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!).  I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary.  She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month.  She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge.  I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am.  The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything.  She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device.  When I got home and tried to use it, it would not connect to my computer.  I took it to a local Verizon store on my lunch break one day and they looked into the transaction.  They told me it was never put on my account; it was charged to someone else's account in error.  I had to go back to the store where I originally purchased it.  I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day.  It took two store managers to look at my account and figure out the error.  They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days.  I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it.  I argued that she should make an exception in this case, because I was inconvenienced.  I told her if she valued my future business at her store, she would reconsider.  She refused to budge and told me that I didn't need to shop in her store any more.  I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee).  I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there.  There is no credit for the return at all.  I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail.  The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available.  Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience.  I did the survey and explained that my problem was not resolved and I would like a call back.  No one has called me back yet, and I am stuck with no resolution to my problem.  Now the Verizon store has the device back, and I still have the entire amount for it on my bill.  Can you help me please?

    Nope, it was a Verizon Wireless Store.  I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly.  I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service.  It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time.  After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

  • Verizon Wireless Customer Service Complaint

    I want to either file a complaint for the horrible customer service I received from a Verizon customer service rep and manager or learn how to file one. I just transferred from AT&T 2 weeks ago and I am already regretting it.   I cant seem to find an email to be able to do this.  If I dont hear from anyone with Verizon Wireless, I will just let T-Mobile buyout my contract or anyone that wants to buy me out. Kathleen KBG Verizon Wireless Customer Support
    Thanks.

    Dear Verizon Customer Service
    On the 3rd of October I came into the Verizon Wireless-4G store on 8726 S Sepulveda Bvd Ste C, Westchester, CA 90045 where I requested to set up a new account with Verizon and pre order a new iphone 6. The employee (Michael) who set up my account, copy pasted my address from my drivers licensee without verifying with me if it was my current address. After completing my order, I signed the contact only to find out later that the incorrect address was used. So I walked into the store a couple days later to notify your employee (Michael) that the address was incorrect, but he assured me that it could be easily changed once my phone was delivered to the store and my service was initiated with Verizon. Finally on the 21's of October, when I came in to pickup my phone and complete the application, (Michael) who had initiated my application was not present, so your employee Steve Martinez was left to complete my application. From the beginning he was not only very rude, but seemed unwilling to help me, mentioning that I should wait for Michael to continue with my application, but due to my limited time, I asked him to continue with the process. When I told him that I wanted to update my address, he told me that I would not be able to do that without a proof of address. So due to my limited time, I told him to continue with my old address, and I would switch it at a later time. He denied this request, stating that he would not continue with my application until I gave him proof of a different address. I pleased with him to help me figure out a way to solve this problem and try other options, but he absolutely denied all of my suggestions or requests, stating that the only way he would continue with my account was if I provided him proof of my recent move to a new location. Following this exchange, I tried to contact customer service for help, but they notified me that the only person that could help me at this time was an in-store representative Steve Mendez because my account was not yet active. No matter how many times I asked for his help, Steve refused to continue processing my account, going so far as to say that If I wasn't happy with his service, I was welcome to a full refund and removal from Verizon service. Extremely unhappy, I left the store and took a taxi to my rental office in order to obtain a copy of my lease agreement. Finally after almost two hours of transportation, I returned with all the requested paperwork, and found that (Michael) who had initially started my account was present.
    At this time, Michael notified me that not only did I not need the extra paperwork to complete my order, but that he only needed my old address in the first place to initiate my account. So after couple waisted hours and 43.51$ dollars of taxi expense, I was finally able to complete my Verizon application with Micheal. As a new Verizon customer, I am very disappointed with the level of customer service I received from Steve Mendez, who seemed more willing to transfer me to another company that work with me to figure out a solution to my problem. I had looked forward to starting service with your company, and it is unfortunate that my first experience with your employee's was such a poor one. In response to the recent incident, I would ask that my account be credited the 43.51$ that I needed to spend on transportation moving back and forth to retrieve a document that was not even used to setup my account. I can send receipt as a prof.
    Sincerely, Sonja M

  • Fed up with the terrible customer service.

    I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
    When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that  I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
    Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.  
    I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.  
    Good Bye Verizon. You're way too expensive for how you treat your customers.
    Solved!
    Go to Solution.

    October 2011
    Wanted to add another set top box for a 3rd TV.  So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip.  I asked for the newer black colored box which is lighter and uses less energy.  2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised?  So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated!  They made calls to different departments in an effort to straighten this out, but to no avail.  I wanted to take the box and smash it on the floor in front of them!  Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it.  Have you ever heard of anything so stupid in your life?  So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY!  The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy.  Just who does this company think they're BSing?   I was in the digital clock biz back when digital displays first came out in the 1970's.  These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall.  They know the average consumer doesn't have the technical background I have to know better.  Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

  • Verizon wireless customer service and the iphone 6

    I just upgraded to the iphone 6. It is a nice phone. Fast, sleek, seems more durable than the reports of it bending etc.
    (Knock on wood).
      The biggest problem I have is VERIZON. Having been a customer for well over a decade, I was annoyed that I had to pay them $30 to sign a two year contract to give them money in exchange for service. Why the fee, I ask?
    "Because everyone charges a fee". Cool. There is also a cliff right over there.
      The customer service agent was polite and offered to offset this charge on my next bill, and to go ahead and pay this fee on top of the $300 for the phone. I did. And signed the next two year contract. Did he give me said credit? Nope. When I asked the next customer service agent of this, she said "we don't do that". When I asked Brandy, a supervisor, she also stated that this cannot be credited. Convenient timing as I had already signed the contract. I don't like giving money to companies that trick people out of money. I think I have out grown Verizon. Or Verizon's customer service has outgrown itself.
    Regardless, it's the principle. Getting lied to and treated like a sucker doesn't feel good. And I paid money to have it done to me.
    Thanks Verizon!

        Bluevelvet, I'm sorry you feel this way. Although it was a difficult decision to implement the upgrade fee, we did decide that doing so would allow us to continue to provide savings to our customers. While a $30.00 upgrade fee may not sound like savings, the savings comes in the form of being able to subsidize our devices with contracts. Additionally, the upgrade fee can be avoided with Edge since the device is not subsidized.
    You mentioned purchasing an iPhone 6. I'm glad to see that you are happy with the design and performance of it. Normally, the iPhone 6 16GB (I'll use this for an example) is $649.99 for full retail. With the larger memory and different model, it's even pricier. By charging a $30.00 upgrade fee, we can subsidize this cost for you in exchange for a two year contract, so intead of paying $649.99 out of pocket, you only have to pay $199.99.
    I do want to review the offer that was presented to you. I have sent you a direct message here. Please reply to the direct message.
    AndreaS_VZW
    Follow us on Twitter @VZWSupport

  • Very disappointed in Verizon Wireless customer service

    I have been a Verizon customer for about 10 years.  The customer service is now the worst it has ever been.  I have an upgrade due and i wish to bill my account.  They say I cannot because my account was past due ONE time in the past six months. Past due for probably around 10 days.  They say this is the reason why.  When I point out to them that this is not their policy they do not care,  they refuse to let me bill it.  Their policy on their own FAQ clearly states:
    What determines if I’m eligible for the bill to account option?
    The following requirements are used to determine bill to account eligibility:
    You must have a standard monthly account* for at least six months.
    The maximum amount that can be billed to an account per bill cycle is $400, and the transaction can’t exceed this limit for your current bill cycle.
    Note: The limit includes pending and recent transactions billed to your account by phone, online or in-store during your current bill cycle, For example, if you purchased a $100 item in-store and billed it to your account earlier in your bill cycle, your online bill to account transaction can’t exceed $300.
    Your account must maintain a good payment history. (YES)
    The account can’t have been interrupted for non-payment within the last six months. (IT HAS NOT BEEN)
    The account can’t be more than $24.99 past due. (IT IS NOT)
    The account must be permitted to make payments online. (IT IS)
    Your account can’t currently have a security deposit. (I DO NOT)
    The phones on your account can’t be interrupted for suspected fraudulent activity. (NOPE)
    You must be the Account Owner or an Account Manager in My Verizon and process your transaction from the Upgrade Device page.
    No where does it state what they have told me.  I have a good payment history, I have not been interrupted, I owe no money.  As far as
    I am concerned I qualify just fine but they refuse. 
    At this point its the princible of it, Would I like to upgrade?  Sure!  But I wont, just based on the fact that I should be able to bill
    it to my account and they refuse. 
    My contract is up in November,  I will cancel and i will go to another carrier because basically the customer service and their
    refusal to abide by their policy and correct this has completely turned me off.

    The good payment history, as Ann154 states, means payment on time monthly. Instead of voiding a customer's "good payment history" for a late payment six years ago, for example, they instead limit it to the past six months. And the six months to wait for good payment history to be restored begins on the day the late payment was made. The policy might not suit what you want, but VZW is adhering to the guidelines with every customer. Telephone agents aren't able to change bill to account status, either.

  • GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

    I don't even know where to start but I am this close to just cancelling Verizon and switching to cable internet.  If you want to skip the rant, jump down a paragraph.
    I recently moved from a house a few miles away in which I had a solid DSL connection with a Westell 7500 in routed bridge mode that worked just fine with my Asus RT-N56U that I use for browsing, streaming, and online gaming.  When I moved, the technician insisted I take the newer Actiontec GT784WNV.  Needless to say, Verizon support was unsuccessful in getting it set up in bridge mode.  After about 4 hours of unsuccessful troubleshooting, I suggested swapping it back out with my 7500 which worked fine just 4 days prior in my old house.  Surprise!  It miraculously started working just as it had previously.  As I began to use it more, I noticed the connection was unstable.  I would get dropped from Xbox Live and lose connection temporarily on my iPad.  I ran the Verizon speed test and it would drop to about 0 and spike back up 3 or 4 times during the download test (don't think this is normal but could be).  Every day I would talk to Verizon who escalated it to a supervisor about 4 times.  They would then close the ticket without calling me.  When i would follow up, I was told the supervisor talked to me and I verified the connection was good.  Lying makes me livid and there is no accountability whatsoever at Verizon and it happened more than once.  It appears to be a way for them to pass the problem on to someone else.  I can go on and on about being put on hold for 40 minutes before disconnected, the 20+ hours I have spent re-telling my account info and story to every Tier 1 technician on their payroll for the past week, or the lack of competent customer service supervisors.  This weekend, I finally got a call from someone local who said my line had some faults on it and that the problem was somewhere between my jack and the central office and they would send someone out today.  Well....today the tech showed up and said "your problem is this old modem" and plugged in the Actiontec that I started with a week ago.  I asked if he tested my line or the jack as the lady on the phone told me, and he said no.  The problem is the modem.  I said, I don't want a modem/router, I just want a regular modem and he said he had one, but it would cost me.  How on earth is a plain modem going to cost me when they just installed an 802.11n router/modem combo for free?  Absolutely terrible.  I told him I want it in bridge mode because I don't want to use the wireless or the routing capabilities of the Actiontec.  He said I have to do that and people normally just call Best Buy to have the Geek Squad come out.  This really **bleep** me off as I used to run a network shop and configure Cisco routers and switches for a living.  Once again, I have spent the past 6 hours tonight on the phone with Verizon only to end up back where I started.
    At this point, I need to make this Actiontec GT784WNV a dummy (bridge) and let my Asus Rt-N56U do the work on my network.  My Asus has all the port forwarding in place that I need for Xbox Live, etc.  I have tried releasing the IP, changing the modem to RFC 1483 Transparent Bridging, disabling DHCP, changing the LAN IP to 192.168.99.1, etc. and it just will NOT get an internet connection.  My router is configured correctly, unless there is something different between the Westell and the Actiontec that would require a setting change.  Verizon is stumped, Asus hasn't called me back yet, and I am ready to just switch to Cable unless someone can help with a solution.  I've been at this for a week.  I have spent WAYY too much time fighting with a company that has no desire to deliver or to follow through and with absolutely zero accountability or business sense.  Westell 7500 + Asus RT-N56U in old house worked fine.  Move houses, change modem, doesn't work, switch back to old modem, works but unstable, tech claims old modem is my problem, plugs in new modem, doesn't work.  I just want to use my router.  How hard can that be?  Can anyone please help?

    Unfortunately that didn't work.  I ended up putting my router in the DMZ as a workaround but it still had it's share of issues.  After another week of trying to get Verizon to fix my connection (constant dropped connections forcing reboots of modem and router multiple times daily) I had Cable Internet installed today.  Went from an unstable 6Mb/s to a stable 30Mb/s with Cable.  I should have done this weeks ago.  I wasted over 50 hours of my time with Verizon bouncing my issue around to others hoping someone else would be willing to fix it.  Still no accountability with everyone tinkering with my setup taking a stab in the dark.  The last person I spoke with set up a technician to come to my house later this week...AGAIN because he said there is something wrong on the line.  I've known that for weeks but the tech that refused to fix my issue when he was in my house last week instead tried blaming it on something completely irrelevant because he had no clue what to do.  One would think someone from Verizon would have reached out to me from this thread but they did not.  In fact, the last tech's supervisor called me when i wasn't home, said "hello, this is XXX from Verizon......hello?"  and hung up.  Never a follow up as I was left once again to solve the problem myself.  Well...I did.  The incompetence of Verizon, it's poor training, and awful follow up procedures has cost them a customer. I am truly disappointed.

  • Fed up with Adobe's customer service

    I have to say that Adobe takes the cake as the most inept company in the US, along with AT&T. I filed my application for the free upgrade from CS5.5 in early May, right away they asked me for the invoice, even though I had sent them PDFs of the order confirmation, and shipping confirmation which had all the information they needed, but OK, I went to my account on B&H and downloaded the invoice on PDF and sent that to Adobe. Several weeks went by and no news. In late May I sent them an inquiry through the open case they had opened for me, and they replied that they were working on it. Several days later I called, but their phone menu system is obviously designed to wear people out and get nowhere, so I started a chat online with one of their "agents". This was two Saturdays ago.
    As usual I was greeted with a lot of fake politeness that those poor Indian guys are forced to shower the customer with to the point of making you sick, and the guy, after requesting my information told me that my upgrade had been approved and I was going to have it ready within 24 hours. 72 hours later and still no email or any news, so I started another chat, and this guy told me that he approved my order and that it was going to be ready again in 24 hours. Two days later, still no order link, and they close the case saying that the order had been closed and that "The order is currently processing and the download will be available in your Adobe account in 24-48 hours."
    Well, two days later still no order, so again another frustrating chat session with another very polite Indian guy (I don't mean that in a demeaning way, since I like Indian people very much), who again told me that my order was going to be ready in 24 hours.
    Yesterday after work, still no order, so another pointless chat session with lots of apologizing and condescending and the assurance that he was going to "escalate" this to a superior.
    Absolutely fed up I called their number to see if I could -very naively of me, I admit- reach someone at their headquarters that could actually give me my serial number and download link.
    After talking and being placed on hold by another guy in India, and adding another 20 minutes of wasted time to the already over two hours I wasted on chat sessions, the guy came back to tell me that he was going to investigate further and call me back, which he never did.
    Today, well over a month after I submitted all the requested paperwork, and weeks after most people are happily using Adobe CS6, I'm still waiting for the upgrade I was promised.
    The only other time I had to deal with such an extreme level of ineptitude was a year ago with AT&T. Different products, but same terrible customer service, and the obvious realization that these are really chaotic companies where the different departments don't communicate at all with each other, or do so very poorly. I don't blame those poor Indian guys that are probably overworked and underpaid, I blame the American executives that outsource their support to other countries, force them to be unbearably polite to where they actually waste a lot of your time saying "thank you", "I apologize" and repeating what you tell them a million times, and basically read from a script.
    In other words, I'm really fed up with Adobe. I understand the fact that they have a lot of these upgrades to process and that takes time. But I'm fed up with their reps telling me that my upgrade is going to be ready in 24 hrs and ten days later it's not, and they keep telling me that over and over. That's just plain bad customer service.

    I don't know why the Adobe forums suddenly asked me to sign up for the forum again, even though my registered address with them remain the same, but I mention it so you know I'm the OP.
    Just a day after I posted this I had a great customer service experience from a Tier 3 manager, so I want to mention it as well. On Wednesday on my way home from work I called the Adobe headquarters in California (you can google the number easily) and I explained my problem to the woman that answered the phone, so she transferred me to a guy that she said was overseas but was a manager that would help me. I thought to myself, here we go again. After explaining my case to this manager, a very nice guy called Gautam Garg, he asked me to give him 24 hours so he could check on my case, and that he was going to call me back at the same time the next day. I told him that he was telling me the same thing all these other reps had told me before, to give them 24 hours and one of them even told me he was going to call me back and never did. Gautam told me that this was different, that he was going to send me an email right away to prove it and work on my case. I thought to myself, yeah right, like this guy is going to call me back.
    Less than an hour later, he calls me back at my home number and tells me that the problem seemed to be that my address was in Kenya. The street address, state and zip code were the real ones, but the country showed as Kenya instead of the USA. I told him it was obviously a glitch in their system. So he told me that instead of the download, he was going to send me the boxed product. I still had my doubts it was going to happen, but I told him I would much rather have the boxed product than the download, so I thanked him for it.
    Having seen the previous bureaucracy at Adobe I figured it would take me a couple of weeks to get that box, but still I was happy I was getting the box instead of the download, so I decided to wait. But not even a day after I talked to Gautam, I got an email from Adobe saying that my CS6 had shipped already, using Fedex overnight and gave me a tracking number.
    On Friday I came home from work and my CS6 box was already here. I sent an email to Gautam to thank him and I told him that he should get a big raise along with a promotion, because I talked to all those other people using open cases, chat and one phone call before him, and none of those ten people or so did enough to solve my problem, while he went into the system and checked what was wrong with my order and solved me problem in less than an hour. I don't know if the other people that worked on my case were incredibly negligent, but maybe they're not, maybe the support methodology Adobe has for their customer service centers is what's really negligent. Perhaps what Gautam was able to do in less than an hour, all the other people didn't have access to. I don't have a way to know that, but it can't be possible that I have to waste so much time to get the free upgrade I had requested over a month earlier. Still, I'm happy that out of this I got the box instead of the download, so at the end I'm happy with their customer service, but they have to go a long way to make it better so people don't have to go through lots of chats and phone calls to get what they need.
    Sebastian

  • Going back to Comcast--Verizon poor customer service

    Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
    Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
    I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
    PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

    A poster wrote: "IMO all these Unions & Contractors should be gone. "
    The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
    Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
    I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
    Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
    Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
    Good luck....
    Message Edited by dtmfman on 05-06-2009 05:00 AM
    Message Edited by dtmfman on 05-06-2009 05:01 AM
    Message Edited by dtmfman on 05-06-2009 05:02 AM

  • Treated with disrespect by customer service then accused of fishing for discounts.

    So I called verizon wireless customer service to upgrade a phone on the 30th of Sept. and was told by the representative that it would be no problem and that about 6 months ago I was disrespected by another rep so they told me I would receive a $50 rebate on my next upgrade. Well they tried not to honor that rebate and accuse me of trying to fish for rebates and discounts which first off I feel is very disrespectful to say to a loyal customer since 2007. I then had a phone stolen awhile back so I suspended it because I was grand fathered in to the unlimited data and wanted to keep it so I kept paying for the line to keep the unlimited data then get informed I wont get unlimited data once I upgrade my phone that was stolen because they don't offer that no more. I was never informed of that or I would have just dropped the line so I didn't pay for it since february. I did get alittle upset but I did apologize and then asked to escalate the call to someone higher because I felt I should have been informed of this so I wasn't paying for a phone that wasn't even being used, but instead of the rep escalating the call he hung up on me which really upset me. I called the next day Oct. 1st and explained what had happened the day before and all they wanted to do was to tell me to basically get over it they are sry. Well I asked to speak to a supervisor and actually got connected to one instead of hung up on and she apologized and offered me some free minutes which I did appreciate but I have 1400 mins a month and only use about 700 so I asked if they could do something different because that wouldn't help me out at all that would have been totally pointless. Well that supervisor said she would call me back the same day and never did so I called back at ten because I know customer service closes at 11pm est. Obviously the supervisor knew one of their reps were disrespectful to me that's why she offered me the minutes. Well after calling back I was told I was just fishing for discounts and rebates. I told the supervisor to go back through the notes and see if I have ever received a rebate or discount or credit that I didn't deserve because they way I was treated by their employees. He told me that he would not offer me anything but an apology for being disrespected and taking days to try to get and upgrade that I would just have to deal with it cause he felt I was fishing. I've been a loyal customer for almost 6 yrs and recommend verizon to everyone but the way I have been getting treated lately is causing me to want to switch to AT&T which they told me they would match everything verizon offers me and unlimited data if I switched but I turned them down cause verizon has always taken care of me. Now My wife wants the upgrade for free cause the way we were treated the past few days but I felt that was too much to ask so I asked for $100 rebate on my upgrade instead since im losing my unlimited data and ive been paying for a suspend phone since Feb. I didn't feel that was too unreasonable. I that got too frustrated and gave up and just ordered the new phone at normal 2 yr price but verizon is putting a hold on my order and still hasnt called me back about what they are going to do about how ive been treated and everything im losing and all the wasted money ive spent thinking I was getting to keep unlimited data. I don't feel I was fishing for anything or asking for anything unreasonable still no phone calls about what's going on, their is a hold on my upgrade after I have already paid for it and my wife needs it by when the ship date says it will be here cause she is switching from att to verizon but has her att phone sold Friday but has to have her new phone by then cause she is a nurse and needs her phone for when she is on call and verizon is screwing with our jobs now. I feel I should be compensate for the way this loyal customer has been treated but with something that I can actually use instead of minutes I don't need especially when I know the reps can giv up to $500 credits and all I asked for was an extra $50 on top of the other $50 for being disrespected before. and I also want my new phone here by Thursday when I ordered it Monday.

    Cliff Notes Version: (assuming male from name, apologies if wrong)
    1) He has been a loyal customer since 2007 (must be loyal, mentioned several times)
    2) 6 months ago he was disrespected by a service rep and apparently told he would receive a $50 rebate on next upgrade
    3) When he tried to upgrade recently, they didn't want to honor the rebate and disrespected him again!!!!!
    4) He had a phone stolen in Feb, and because he wanted to keep unlimited data, he continued to pay the plan (not clear if he understands that he would have to pay an ETF if he didn't)
    5) He now finds that Verizon won't let him keep unlimited if he upgrades at a discount, so he feels 4) was a waste.
    6) After more complaints, supervisor offers him more minutes, which is useless as he doesn't use anything near his allowance
    7) He wants a $100 rebate
    8) He is a loyal customer, but is talking to AT&T who will apparently match his unlimited.
    And we didn't get to the $30 upgrade fee.
    HTH!

  • Fed up with verizon

    im so getting fed up with verizon they say they put everything down in their system of every conversation u have with them but it is so untrue ive have soo many problems with thier phones when i talk to every rep or superviser they make agreements with u then when u talk to someone else they dont see what was agreed and they end up going against their words im so upset and disgurished with dealing with them its alright for them to record ur words but u cant record their words or agreements then theywant to charge u for things u dont agree about i have so many complaints its hard to list every 1 of them just keep in mind people they do not put things down in their system as they say they do so do what u have to do to back every conversation u have with them.

    <Duplicate post deleted for crossposting per the Verizon Wireless Terms of Service.  See Very poor customer service email received back on my cell phone! for the original content.>
    <This discussion will also be locked due to the age of thread.>
    Message was edited by: Verizon Moderator

  • Disappointed, can no longer trust Verizon for customer service

    Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
    I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
    I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
    I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
    Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
    Monday - NO call
    Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
    Wednesday - NO manager, and the local store told me they will call me on Thursday
    Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
    First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
    After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
    My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
    Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

    I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
    Crack voided the warranty, hence the 299.99
    The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
    How did you know the phone had a crack?
    I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
    Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
    Monday - NO call
    Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
    Wednesday - NO manager, and the local store told me they will call me on Thursday
    Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
    First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
    In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
    After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
    This would be the best option in my opinion as you'll get a great phone for discounted price
    My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
    That problem is solely based on the store, and who manages it. Same goes for every other business out there.
    Same goes for the Customer Service line.

  • Very hesitant to do Verizon Wireless iPhone 6 Trade-In Program

    On September 28, 2014 I ordered an iPhone 6 for my wife and signed up for the iPhone 6 Trade-In Promotion. My wife's iPhone 4 was "appraised" for $200 online and Verizon mailed the extremely flimsy tiny envelope for my wife to mail her iPhone 4 to Verizon for her  "$200" Electronic Gift Card. First of all, the tiny little envelope is so flimsy and contains very little bubble wrap. It offers very little protection and I can easily see the screen breaking during the mailing process when it is such a poor envelope. In addition, there is no tracking information whatsoever on the envelope. If the iPhone 4 gets lost or broken, adios $200. My wife's iPhone 4 is in Excellent Pristine condition but I am very hesitant for my wife to take part in this program because of all of the horror stories I have been reading on the Verizon forums (please see links attached below) or on the internet. People who took part in the program are reporting of lost or broken phones but they were in perfect condtion when they were mailed. Furthermore, there are stories of "Find My Phone" not being turned off even when people have photos of the process. People have even taken photos or videos of the condition of their phone upon mailing to Verizon but this doesn't seem to help.
    At this point I am probably going to try to sell my wife's iPhone 4 on eBay because we can't take the risk of getting $20 or less instead of the $200. I am surprised more of these stories haven't gotten to the mainstream press. It would be good if some news station like CBS or NBC would cover the mounting complaints. I am thinking of writing an email to some head honcho at Verizon and venting my concern to tell him why us 20+ year Verizon customers probably won't take part in the program.

    This is a photo of the very flimsy envelope that Verizon Wireless provides to ship the iPhone which is being traded in to Verizon. There is very little Bubble Wrap inside this VERY FLIMSY TINY envelope. No wonder iPhones are lost or being delivered broken to Verizon.
    I might re-consider taking part in this iPhone Trade-In program if a Verizon Customer Representative monitoring this board reaches out to a manager at my local Verizon Wireless Store in Trumbull, CT and allows me to bring in the iPhone for an immediate $200 credit since my wife has already bought the iPhone 6. With the flimsy envelope which has no tracking I am afraid of the consequences it will bring if I use it. I am not about to spend countless hours with Customer Reps on the phone if I use the envelope and I don't get the $200 credit because the phone gets damaged in the mail or lost by Verizon. This is Verizon's chance to reach out to me so they don't lose me as customer. Let them make the effort to allow me to do this rather than me having to get the run around thru phone calls, being put on hold, and unaswered emails.
    I have been a loyal customer for over 20 years. For the last several years my family of 4 has been paying close to $250 per month for Verizon Wireless services. I am going to strongly consider switching to AT&T after our contracts expire. AT&T has a Bring Your Own Device montly plan which would cost us only $160 per month vs. $237 per month we are paying Verizon. This potential $77 per month savings and Verizon's iPhone Trade-In joke of a program is what will push us over the edge to switch.

  • I want to run down how dissatisfied I currently am with Verizon Wireless

    I want to run down how dissatisfied I currently am with Verizon Wireless; this stated with the pre-order of the iPhones on Friday I like many other customers received the "ecdp" error on the web site and it took 45 minutes to actually be able to place the order.  I got the order in and had a 09/19/2014 ship date; spoke with a few Customer Service Reps in various areas such as 611, on many of the 800 numbers available, Internet Orders (including a Supervisor) and even a Social Media Service Rep all who have confirmed this ship date to be accurate. 
    Well today (09/17/2014) I check the Pre-Order Status page and my date has been changed to 10/14/2014 so I call in to speak to Internet Orders and the Rep advises me that yes my date was pushed back but no reason is supplied, I asked to speak to a Supervisor and was transferred to Howard, Operator # 2431235, who stated that yes the prior rep was accurate and that there was no reason available as to why my ship date changed.  Howard continues by stating that as per upper management, Apple reported to Verizon that no iPhone 6+'s would be available at launch for Verizon to ship and that this has been common knowledge, within the company, that the 6+'s were not shipping until 10/14/2014, and that prior Verizon employee's to include supervisors were misinforming me of my shipping date.  Howard continued to state that the reason I got the "ecdp" error was because of the company that I work for as Verizon offers a discount so the 'ecdp" error is not something Verizon is currently addressing.  Howard then tells me not to worry that with the 10/14 date is a guaranteed delivery date and not to worry, if the phones come in early the order will be filled, I at this point ask Howard to note my account with our conversation to include the fact that he stated the 10/14 was a guaranteed date, at this point he states that while he is telling me this he will not put it in writing as at that point Verizon would be obligated to meet that date at minimum and he was not willing to put his position on the line if the phone is not shipped by that date(this can be confirmed by reviewing the recording of the call as I was advised that I was on a recorded line).  I then asked to speak to his supervisor and was told his supervisor went home for the day and that he was the highest level supervisor on at this time.  When I then asked for his supervisors contact information to lodge a complaint he said that I would need to call back in on 611 from my handset as Customer Service handles complaints not supervisors. 
    I did call back and speak with a Representative on 611 who tried to assist but was not able to do much, this rep took my information and is having their supervisor call me to try addressing the way Howard handled the call however this has not occurred at the time of this writing.  I did tell this rep that I was honestly considering going to another carrier, (I have been with Verizon 7-8 years and currently have 10 lines of service on my account) I know I will not get the iPhone 6+ on launch day with another carrier which was not the driving factor but rather the way Howard dealt with the situation and the lack of respect that as a customer of Verizon I have always got from other representatives, as you know it takes one person to sour someone on a whole company, Howard even stated that if I want to go to another carrier that was fine with him.  However, the Customer Service Rep I spoke with after Howard (I wish I could remember his name) calmed me down not to leave Verizon but did agree that a complaint needed to be filed, personally I would like to file it directly with an Associate Vice President or higher but do understand that there is a “Chain of Command” that needs to be filed
    Let this be a warning to anyone who call internet sale and gets Howard, operator #2431235, I would suggest you immediately request a different supervisor that will treat you with respect.  As stated above Howard will tell you that the iPhone 6+ was not and has never been available to ship on launch day due to Apple purposely not providing enough units to meet the demand and that Verizon knew this while taking our pre-orders. 

    I feel your pain Robert. I do believe VZW and Apple knew all along the I6 Plus would not be available on 19 Sep and that it was a way to bolster new contracts, renewed contracts and apple sales stats. It's unfortunate the company wasn't more clairvoyant, most of us would have still pre-ordered but been a little less frustrated.

  • Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

    This is a long one, so you might want to get comfortable! 
    As stated in the "subject", we have been with Verizon for over 16 yrs. with NEVER a change to any other service...SOLID!!!  We purchased 4 Samsung Fascinate phones at Christmas and LOVED them...until the latest update about a month ago.  From that moment, it has been nothing short of hell!!!  Dropped calls, no calls, voicemails on calls never received, failed receiving and sending of texts, email failures, internet malfunctions or no availability, phone locks up(happened before updates periodically, but not near as often)...the list goes on and on.  Probably wouldn't have noticed the issues as much had we not had FOUR...but all four of us were having problems.  After about a week or so, we went into a store and were told they didn't know anything about the issue with the phone(we had already put together the fact that it had something to do with the update!) and said they would "research" it and give us a call.  The next morning we received the call stating that "yes" there were problems with the update and that we would need to come in and Verizon was offering 3 NEW phone choices as replacements. (NOT "LIKE NEW REFURB" phones...NEW PHONES)  We went up to the store and picked the Charge...we are not "techy" folks, we thought it was the most like ours and then the sales persons tells us it is the best one to replace ours being a 4G and all and also stated she was surprised it was on the list as a "NEW" replacement...then the circles began.  The salesperson went to order them and we were told they were out of stock and that the best thing for me to do was EVERYDAY dial *611 and ask if they were back in stock at the warehouse...not that she would continue to check, God forbid there be any customer care service...but for me to do it and she handed me a "Post it" sticky with the phone listed on it and *611...I guess in case I forgot the name and #...LOL 
     I called the next day and was told, "Oh, no, we can't help you here.  You must go into the store directly."  So, I explained what I had been told and was informed that the warehouse would sent out a message to let the stores know they must handle it in-house and not let the customer call the warehouse on this issue.  I was then connected back to my local store, where apparently the call "rolled over" because it connected me back to the warehouse and that representative proceeded to tell me I had to call the store.  I informed him that I had and it had come back to them AGAIN!  He suggested I "try the store again", so I did.  And, AGAIN, it rolled over to the warehouse...I was again connected back to the store where a "precious" sales associate informed me, "yeah, we're all out of them" and also when I explained that I kept calling the store but getting the warehouse, "yeah, when we are busy or something and don't answer, it rolls over there, sorry, you'll just have to keep trying"...!!!  Then, last night while speaking with customer care Noah(who was AMAZING!!!), and after almost 2 weeks of being told that they were out of stock on the Charge phones(I'm still thinking NEW phones)...in fact, there were over 9000 in the warehouse and to let him get me connected with a technician to get these ordered out to me.  I was then connected to Kevin.  After going through my frustrations over the past couple weeks trying to get these phones, he informed that that I was again, misinformed and that they were in fact "out of stock" on these phones!  LIVID at this point, I ask how in the world can 1 minute there be over 9000 and now NONE?!?  That is when I am informed of the "like new refurbished" replacement.  I can only say I lost my mind in that second!!! 
    I realize that we are mere shads in this ginormous pond called Verizon and my tiny $280 monthly bill is nothing in the grand scheme of what is Verizon.  However, I have been a LOYAL, CONSTANT for over 16 years, spending THOUSANDS AND THOUSANDS of hard earned dollars with them and was happy to continue to do so until now.  I also realize that there are 2 other phone options for us to choose from...but now it's the principle of the matter.  It's one thing for me to buy a phone and after months of wear and tear, something go wrong with it and they send a "like new refurb" phone...I get that and we have used that service several times over the SIXTEEN YEARS+ we have been with Verizon Wireless.  However, this is not that same issue...I bought a NEW phone and that NEW phone was working perfectly and we were all 4 completely happy with that NEW phone until an update was sent out that made the phones completely malfunction.  I also realize that it was a Samsung update...but that is between Verizon and Samsung. 
    I think we've proven our loyalty over the last 16 1/2 yrs to Verizon...and do not feel it is unreasonable to think that they should send us NEW phones to replace this issue between them and Samsung.  In the grand scheme of that, given our long history with Verizon...they stand to make another several thousands of dollars off of us, which, I'm pretty sure would offset the cost of these Charge phones.  I know we are not the only ones having issues with this phone and feel everyone deserves the same courtesy with a new phone!  I'm disappointed that Verizon's actions with me on this issue has me questioning my loyalty and looking at my options with other carriers...I think I've proven that I don't like change...I wish they would prove they don't like customer change and step up and send me 4 new phones! 
    Sincerely,
    Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

    @ spottedcatfish
    April/May 1995...you do the math sweetie...
    I realize that Samsung designed the update, not Verizon...however, Verizon and Samsung have an agreement with the phones offered, therefore, Verizon accepts any updates Samsungs puts out...that has nothing to do with me, until my phone is completely jacked!
    If you read my post in completion, you would see where I stated that we have had on several occasions used the "like new refurbished" phones offer on our phones.  This is exactly what we are doing now, except it was never stated to us in THIS instance that it was "like new", we were told "NEW"...however, it is irrelevant as being "like new" when there are none in stock to replace ours with.  That was one of my points!  At this time, with them being out of stock and us battling with them for TWO WEEKS over getting FOUR phones replaced...I feel they should send new ones if that's all they have in the options offered to us.  So your statement of them "doing us a favor" is a pile of cow dung...but thank you for the input...
    And, again, yes we still have the Fascinate because, as stated in my post, when I call *611...they cannot help with this issue...it has to be handle in the store and they say the warehouse is "out of stock" and we should just keep calling back everyday...
    Thank you for your amazing reply!

Maybe you are looking for